Client Success Manager – Maternity Cover (Kent)

Location: Hybrid, Kent-based, with some UK and international client travel as needed

Contract: 12 months fixed-term maternity cover, starting January 2027

Salary: Dependent on experience and the level at which the successful candidate is appointed

What if your experience in sales or account management could become part of your ministry? What if you could pursue commercial success by genuinely loving and serving clients, building trust and helping them make good decisions, with biblical conviction and professional excellence? We’re looking for someone who wants to work that way.

The Client Success Manager will help clients realise meaningful value from the Company’s SaaS products.

The role combines client success, account management and commercial responsibility. You will build trusted client relationships and help accounts and opportunities move forward with excellent communication, follow-through and commercial awareness, from discovery and product demonstration through onboarding, ongoing engagement, renewal and growth.

This is a maternity-cover role, taking responsibility for an established Client Success function and portfolio of relationships.

We are open to appointing at different levels. You might be:

• an experienced Client Success or Account Manager ready to take ownership quickly;
• an experienced administrator or coordinator with outstanding people skills, organisation and potential to develop into Client Success; or
• a more junior Account Executive or Account Manager ready to step into broader client ownership.

The level of responsibility, handover and salary will reflect the experience and capability of the successful candidate.

Work-Based Ministry

Working within a Work-Based Ministry model, you will work in an environment where work is seen as worship, joining professionals who minister through their day-to-day work, pray together daily, and use the Bible as a foundation for business and career development. Serving Christ first in your work is essential to this role.

Client relationships, success and renewal

• Build trusted client relationships and act as a reliable point of contact for agreed accounts.
• Understand client priorities and help clients realise meaningful value from the Company’s products.
• Maintain proactive communication, monitor account health and renewal timelines, and identify risks and growth opportunities early.
• Represent the client perspective internally and help ensure an excellent client experience.

Commercial opportunity progression

• Help progress prospective and existing clients through the commercial pipeline with clear next steps and momentum.
• Lead or contribute to discovery, product demonstrations and follow-up conversations.
• Support proposals, Statements of Work, pricing discussions and commercial follow-up.
• Recognise client needs, objections, blockers and growth opportunities and recommend appropriate next actions.

Onboarding, adoption and engagement

• Coordinate client onboarding, training and product orientation.
• Help clients reach meaningful value and maintain strong ongoing engagement.
• Coordinate regular client communications, updates and webinars.
• Gather client feedback and insights to strengthen ongoing engagement and adoption.

Collaboration and client insight

• Work closely with Marketing and other teams on webinars, content, campaigns and client-engagement opportunities that support growth and success.
• Capture client needs, feedback and requests and bring relevant insights back into Product, Research and other teams to inform future development.

CRM, organisation and follow-through

• Maintain accurate client and opportunity records in HubSpot.
• Ensure accounts and opportunities have clear actions, owners and dates.
• Maintain strong follow-through, task management and responsiveness.
• Keep account health, renewal and relevant performance information current and visible.

What success looks like

Success means that clients and commercial opportunities move forward more clearly, consistently and proactively because of your involvement.

We will particularly look for:

• Trusted, well-managed client relationships.
• Responsive communication and reliable follow-through.
• Healthy accounts with renewal risks and opportunities identified early.
• Opportunities progressing with clear next steps.
• Strong CRM visibility and organisation.
• Confident, thoughtful client conversations and product positioning.
• Useful client insights being brought back into the business.
• Good judgement about when to act independently and when to involve others.
• Practical ideas that improve the Client Success function.

Measures will include relevant client engagement, account health and renewal indicators, opportunity progression, product adoption where measurable, responsiveness, CRM discipline and agreed team priorities.

Skills, attributes and experience

We are open to different professional backgrounds and levels of experience. You do not necessarily need to have held the title Client Success Manager before.

What matters most is strong evidence that you are:

• Warm, relational and able to build trust quickly.
• Highly organised, proactive and reliable in follow-through.
• Comfortable managing multiple clients, conversations and priorities.
• Confident communicating with senior professional stakeholders.
• Calm, curious and able to understand the underlying need behind a client request.
• Commercially aware and interested in what helps relationships and opportunities progress.
• A fast learner who can build confidence in new products and subject matter.
• Honest when you do not know something and confident involving the right people.
• Collaborative while also able to take ownership and use your initiative.
• Hungry to learn, grow and make things better.

Relevant experience might come from Client Success, account management, sales/account executive work, client services, administration or coordination.

Experience in SaaS or digital products, CRM systems, onboarding, renewals or product demonstrations would be advantageous but is not essential for every candidate.

For a candidate making a developmental step into Client Success, we will provide a deeper handover and development programme. An experienced Client Success or Account Manager would be expected to move more quickly into independent ownership.

Occupational requirement

Serving Christ first in your work is an essential aspect of this role. As a Work-Based Minister, there is a genuine occupational requirement for the successful candidate to have a personal commitment to the Christian faith and to be actively involved in a church congregation.

You will put your faith into action within a business ministry while applying excellent professional skills in your day-to-day work. The requirement is applied in accordance with Schedule 9, Part 1 of the Equality Act 2010.